A customer contacts a chat agent and is requesting new software, which currently has a free-trial offer before the annual fee is charged. When the chat agent explains the cost of the software, the customer gets upset, saying she doesn’t want to pay for it unless she knows she’ll use it .
The Correct Answer and Explanation is :
The appropriate response in this situation would be to empathize with the customer’s concern, offer a solution that addresses her need for more certainty, and clarify the value proposition of the software.
Response:
“I completely understand your hesitation to pay for the software without knowing whether it will be useful to you. That’s why the free trial is a great opportunity! You can explore all the features and determine if it meets your needs before committing to the annual fee. During the trial, feel free to reach out to me if you need any assistance or have questions. If, after the trial, you decide the software isn’t for you, there’s no obligation to continue. Our goal is to make sure it adds value to your work, and we want you to feel confident in your decision.”
Explanation:
When a customer expresses hesitation about paying for a service without knowing if they will use it, it’s important to address their concerns directly, while providing clarity on the offer and helping them feel more confident in their decision.
- Empathy and Understanding: Acknowledge the customer’s concern about paying for something they might not use. This shows that you are listening and that their needs are important to you.
- Free Trial Emphasis: The customer has been offered a free trial, which is a perfect opportunity to test the software without financial risk. Reinforcing the value of the free trial provides the customer with a clear path forward to try the software risk-free. This can make the prospect of paying for the software after the trial less daunting.
- Value Proposition: Explain that the goal is to ensure the software meets their needs and provides value. Reassuring them that there is no obligation if they don’t find it useful helps alleviate fear of being stuck with something that doesn’t fit their requirements.
- Ongoing Support: Offer assistance during the trial period. Customers may be more likely to give the software a try if they feel supported throughout their decision-making process.
By approaching the situation with empathy, providing clear information about the trial period, and reassuring the customer, you can help them make an informed decision while minimizing their concerns.